Making or rescheduling an appointment shouldn’t be a big deal. And making appointments online in an intuitive online system is considered basics in today’s customer experience. HK implemented Telia ACE’s BookMe, made significant time savings, and none of the members noticed a thing. HK is…
In today’s fast-paced and technologically driven world, customer service is evolving at an unprecedented rate. With the emergence of AI-powered conversational agents, businesses have a unique opportunity to revolutionize their contact centers and enhance customer experiences like never before. One such revolutionary technology is ChatGPT,…
Each year at the trade show Kundeservicedagene, the prize for Norway’s best customer service is handed out. Winners are chosen in the banking, insurance, telephony, broadband, power, TV, and travel industries, as well as for best public organization. The winners are selected based on customer…
Telia participated in the trade show Kundeservicedagene that took place in Fornebu in the outskirts of Oslo in the middle of May 2023. “It’s an important event for us since the Norwegian market is important to us. Telia is still relatively unknown in Norway and…
AI is really nothing new. But from having improved at a rather slow pace for many years, the development suddenly accelerated, and made a giant leap. The result is that we now have AI that the user would call “smart for real”. But even though…
Anna Ekblom Romu works as an Interaction Analytics specialist at Telia and helps our customers get started with the tool. She says that the participants that start exploring the system quickly get drawn into the numbers and enter a state where it’s hard to contact…
Every year Resurs’s customer service takes one and a half million calls in four different languages. Johanna Bernshed and her colleagues use speech to text to find the truth about why the customers are calling and what takes place during the call. “We don’t just…
During the Telia ACE Roadshow in the fall of 2022 we asked the participants a number of a curious questions about their focus areas, strategic technology choices and what they see as their primary challenges for the year to come. A few of the questions…
Things are moving fast in the AI area. Massive developments are happening each day and it’s hard to keep up. No one can say with certainty how the workday will change for contact center professionals, but it will hopefully be more fun, less stressful and…
How will the workday change as a result of the latest technological leaps in the AI field? And what does the future look like for those of us who work in customer service? The answer is that no one knows for certain yet, but most…
